Groove

Groove

Support, Simplified.

4.5/5 (55 reviews)

Groove Overview

Deliver personal support to every customer. Your customers will never feel like they’re just a “support ticket” to you, and they’ll never know you’re using a helpdesk.

Work better together. Your whole team will be on the same page with assignments, private notes and follow-up reminders, all in one super simple shared inbox.

Our shared inbox brings everything together, making sure no support request slips through the cracks. Private notes, canned replies, assignments, and follow ups help agents close tickets faster and make collaborating with your team a breeze.

Groove has what other help desk lack:

Ease of Use
The Right Amount of Features
Pricing That Scales
Email collaborationMulti-Channel SupportSatisfaction RatingsCustomer Profiles

Pricing

Starting from
US$12.00/month
Pricing options
Free Trial
Subscription
Value for money

Business size

S
M
L

Markets

Asia, Australia, Brazil, Canada, China and 5 others, Europe, India, Latin America, Middle-East and Africa, United Kingdom

Supported Languages

English

Groove Reviews

Overall rating
4.5/5
93% positive reviews
33
Excellent
18
Very good
3
Average
1
Poor
0
Terrible
Mayra P.

Groove Email Software + Knowledge Base

Used Daily for 1+ year
Reviewed on 27/02/2019
Review Source: Capterra

The ability to add notes, tags, snooze conversations, and create rules and folders has made my emails more organized than ever before. Managing 9 accounts used to be daunting and virtually impossible - and it had a negative impact on our customers because I would be too overwhelmed to respond and sort through my emails. Conversations would be forgotten, lost, or delayed. Now, I can power through emails with significantly less frustration and time, which has allowed me to focus my time and attention on other projects.

This is further aided by our Knowledge Base, which has helped so many customers be more self-sufficient and find detailed answers to their questions without having to email staff and cut in to our already jam-packed schedules. Groove has helped us turn one of our most tedious and time consuming major project into a streamlined, easy to manage task.

Pros

In terms of the Email Software: You can have multiple inboxes in one single account, which is just absolutely amazing. You have the option of viewing emails as separate inboxes/categories (within the same homepage), or listing them as one streamlined inbox. The latter has boosted my email productivity significantly across multiple work emails, freelance emails, and personal emails.

In terms of the Knowledge Base: It is so simple to add an article and organize it accordingly! It's super user-friendly and easy to navigate. Set up is easy. If you don't have coding experience, there's nothing to worry about! The software is intuitive and you won't need any coding at all. For those of us that have dabbled with coding—well, it's incredibly refreshing to not worry about fumbling with the bells and whistles to create something easy to navigate, sleek, and stylish. Less time focusing on the "busy" work, more time focusing on what's important: the content.

Cons

The ability to log phone calls through Groove has be revolutionary to me. It's changed the way I work. However, the functionality of logging phone calls is a bit behind all other features of Groove; it still needs some work. But, considering that's the only downside (and, admittedly, not a huge deal), it's definitely not something to worry about or a deciding factor.

Response from Groove Networks

Hi Mayra, thanks for taking the time to leave us such a detailed review on Capterra. Your feedback is very valuable and I was wondering if you would be potentially interested in publishing a customer story with Groove on our website?

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Lo M.

Great look, needs some work on search and reporting

Used Daily for 1+ year
Reviewed on 5/01/2017
Review Source: Capterra

We initially chose Groove because we found it really easy to use, it didn't feel robotic and clunky from to our customers, you guys offered simple and easy tagging, and the promise of the added snooze feature. Those things have been great for us and I think has made our move to Groove a step above email.
There is a lot of room for improvement in a couple of areas I can see. First would be search - I find Groove's search functionality slow and clunky. Almost every time I need to search for something, I find myself going back to Gmail and since this is something I do daily, I always need to have the account open in Groove and in Gmail. Our hope in this switch was to completely get out of email and the search functionality has made that impossible. I love being able to use the search operators Google has and if they're available in Groove as well I have not figured out how to get them to work. Additionally, the time frames I can search are very limiting.
I have also found the reporting to be lackluster. We want to use this to help make our product better and we use tags on our messages to help keep track of what our customers are writing in about. It is helpful to see how many times each tag has been added to a message but that doesn't really give me the whole picture. I need to be able to see the messages themselves, which leads me back to the search function, and because the tags don't translate back into Gmail I'm stuck with the search available.

If all I wanted to do was answer customer emails quickly in a pretty environment, Groove will get the job done without an issue. Because we're trying to use customer support to make our product better, I think there is a bit of a disconnect.

There are a couple smaller bugs I see regularly but haven't been bothersome enough to write into support. For example, if I make a typo when I'm typing a tag in and backspace, then I am no longer able to use my arrow keys to navigate up and down the auto-complete list.

Pros

Pretty, easy to get new people on and teach them how to use the basic functions, tagging is super easy

Cons

Search, snooze options are limiting and need to be available when I'm composing a message, reporting

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

6.0/10
Eric G.

Groove Works, It's Easy to Use, and I LOVE IT!

Used Daily for 2+ years
Reviewed on 26/02/2019
Review Source: Capterra

I use Groove integrated with Wordpress on several sites, live chat with Olark, Slack and my favorite is capturing social media all in one place. The tight integration between the knowledge base feature and the ticketing system is also a favorite of mine. They've taken the complexity of other systems out and left in all the features. I have tried them all, and as a consultant at 74 Systems helping accounting and other professional services companies with marketing, technology, workflow and automation, I've recommended and implemented the other "big industry names" in many different circumstances. Not anymore! Since I've been a Groove user, I've never had to look elsewhere and my time to delivery is a fraction of what it once was and my clients LOVE the simplicity and power of the product. Win, win, win.

Pros

Groove is really easy to use and does the job that far more complex systems do, better. It really makes the process of building and managing a ticketing system and a knowledge base easy. The integrations with Wordpress are really slick and the add on integrations with Slack and live chat support are just awesome. It's the ideal blend of performance, capability, integration, and function. It just works and it's a pleasure to use.

Cons

Mobile can be a bit challenging but it's gotten better over time.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Ling ling L.

Groove keeps both the customer and the employee in mind

Used Daily for 1+ year
Reviewed on 20/04/2017
Review Source: Capterra

Groove is an excellent customer service support platform because it makes sharing and discussing cases much easier in a convenient manner. Groove allows for internal notes, auto-fills in emails if you've emailed that specific individual before, allows for merging cases, alarms, different statuses, different mailboxes within the same interface, and much more. Groove also makes use of color coding for the different features available, such as yellow for internal notes.

Groove also allows for multiple users to be logged on Groove at the same time, which allows multiple users to view the same ticket -- a feature that was missing from a different support platform I've tried previously.

Groove's own customer support is also extremely friendly and responsive, and they're great at keeping you updated. I especially enjoy reading the articles from their blog!

Pros

* Multiple users able to be logged in at the same time
* Notes feature
* Merging ability
* Customizable settings by user
* Multiple mailboxes
* Tracker
* App integration
* Friendly and very responsive support team (quick to fix bugs)

Cons

* It'd be nice if the Notes feature also had the rich text formatting options available (you can use them if you copy/paste though).
* It'd be nice if we could minimize past emails in a thread so we don't have to scroll through them all each time.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Kirsten P.

Fueled by Happiness Rating

Used Daily for 2+ years
Reviewed on 28/02/2019
Review Source: Capterra

Pros

What I like most about Groove is the ability to integrate so many things into it. For instance, when a customer reaches out to us I am able to see all of their account information right in groove.

Cons

The thing I like the least about Groove is being unable to set tickets to pending. This is a functionality that was replaced by a "Snooze" feature in Groove 2.0. I think it says a lot about a product that the thing I like the least was replaced by a potentially better feature that I just need to get used to and determine how to make work for my needs.

Response from Groove Networks

Hi Kirsten,

we really appreciate your positive feedback. Thank you for sharing it! Regarding replacement of "pending" with "snooze", we know that it's not easy to get used to a change especially if you were using specific feature on a daily basis. We hope that, in a long-term, you will see the benefit of snooze which gives you more flexibility than pending. Did you get a chance to try the new "indefinite snooze" feature? When you snooze a conversation indefinitely, no re-open time is set, and it will stay snoozed until a user ¿unsnoozes¿ manually or changes the status back to open/close. It serves the same purpose as the "pending" status.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10

Groove Pricing

Starting from
US$12.00/month
Pricing options
Free Trial
Subscription
Value for money

Groove Features

  • API
  • CRM Integration
  • Customer Database
  • Customisable Branding
  • Customisable Reporting
  • Customisable Templates
  • Reporting & Statistics

  • Activity Dashboard
  • Activity Tracking
  • Automatic Notifications
  • Automatic Reminders
  • Calendar Management
  • Custom Fields
  • Data Import/Export
  • Electronic Payments
  • Email Integration
  • Mobile Integration
  • Real Time Data
  • Social Media Integration
  • Third Party Integration

Additional information for Groove

Key features of Groove

  • Add private notes to tickets
  • App Store for additional features
  • Assign support requests to coworkers
  • Customizable Support Widget
  • Detailed performance tracking metrics
  • Easy-to-create articles
  • Optional Knowledge Base
  • Personal, non-generic emails
  • Support history and detailed profile information
  • Team and ticket tracking

Benefits

- Assign tickets to colleagues, insert canned replies, add private notes and more.

- Every customer’s entire conversation history in one place.

- Folders keep your support emails neatly organized.

- Metrics to help your team benchmark, set goals and get better.

- More than a dozen apps to make Groove fit your needs.

Groove FAQs

Below are some frequently asked questions for Groove.

Q. What type of pricing plans does Groove offer?

Groove offers the following pricing plans:

Starting from: US$12.00/month

Pricing model: Subscription

Free Trial: Available

Q. What are the main features of Groove?

Groove offers the following features:

  • Add private notes to tickets
  • App Store for additional features
  • Assign support requests to coworkers
  • Customizable Support Widget
  • Detailed performance tracking metrics
  • Easy-to-create articles
  • Optional Knowledge Base
  • Personal, non-generic emails
  • Support history and detailed profile information
  • Team and ticket tracking

Q. Who are the typical users of Groove?

Groove has the following typical customers:

Mid Size Business, Public Administrations, Small Business

Q. What languages does Groove support?

Groove supports the following languages:

English

Q. What type of pricing plans does Groove offer?

Groove has the following pricing plans:

Subscription

Q. Does Groove support mobile devices?

We do not have any information about what devices Groove supports

Q. What other apps does Groove integrate with?

Groove integrates with the following applications:

Benchmark Email, Campaign Monitor, Constant Contact, Olark live chat, PieSync, ProjectManager.com, Slaask, Slack, Talkdesk, elevio

Q. What level of support does Groove offer?

Groove offers the following support options:

Online Support, Phone Support, Video Tutorials